Training Coordinator, Retail and Back Office Technology and Support

Job Summary:
This is a pivotal role that will enable our support teams to excel in delivering exceptional experiences across our growing product portfolio. As the Training & Development Coordinator you will be the driving force behind equipping our L1/L2 agents with the technical expertise and customer service skills to thrive in our rapidly evolving business.
What Sets This Role Apart:
Unlike a typical training position this role goes beyond just delivering courses. Youll be a strategic partner working closely with our Support Managers and Product teams to continuously assess evolving customer needs and optimize the training curriculum. Your innovative approaches to learning design and program evaluation will ensure our agents are prepared to handle even the most complex support inquiries.

How Youll Contribute:
- Conduct training needs assessments to pinpoint skill/knowledge gaps and develop tailored training plans
- Design and develop engaging training materials including self-paced e-learning instructor-led sessions and performance support tools
- Deliver impactful training to new hires and ongoing upskilling for our experienced agents
- Evaluate training effectiveness and leverage data-driven insights to drive continuous improvement
- Stay on the pulse of industry trends and best practices to keep our training programs
- Collaborate cross-functionally to ensure training aligns with product changes and customer needs

The Problems Youll Solve:
- Ensure a seamless transition as we onboard support for our Worldwide Grocery lines of business
- Equip our growing support teams with the skills to deliver consistently excellent customer experiences
- Foster a culture of continuous learning and development to future-proof our customer service capabilities
- Leverage innovative training approaches to help our agents quickly adapt to evolving products and technologies

If youre passionate about learning and development and eager to make a tangible impact on our customers success this is the role for you. Join us in empowering our support teams to shine!

Key job responsibilities
Conduct training needs assessments to identify skill/knowledge gaps among the support team
Design and develop training materials including self-paced e-learning instructor-led courses job aids etc.
Deliver training sessions to new hires during onboarding and provide ongoing training to existing support agents
Evaluate training program effectiveness through assessments feedback and monitoring of key performance metrics
Collaborate with Support Managers to develop personalized training plans for individual agents
Stay informed of industry best practices trends and emerging technologies to continuously improve training programs
Maintain training records and provide progress reports to leadership
Small to Medium projects as assigned


A day in the life
As the Training & Development Coordinator your days are filled with dynamic multi-faceted responsibilities. You start by reviewing product roadmaps and meeting with Support Managers to identify emerging training needs. Armed with this intel you dive into content creation expertly translating complex technical details into engaging easy-to-grasp training materials. Throughout the day youre delivering live sessions coaching agents and monitoring training effectiveness through hands-on assessments. With a keen eye on industry trends you continuously refine the curriculum to keep our support team ahead of the curve.

3-5 years in a technical training or learning & development role preferably in a customer service or IT support environment
A bachelors degree in a relevant field such as education instructional design organizational development is preferred
Ability to work autonomously manage multiple projects simultaneously and meet deadlines without close supervision
Strong instructional design and training facilitation skills
Excellent written and verbal communication abilities


Proficient with training delivery platforms and content authoring tools
Demonstrated ability to translate complex technical concepts into easy-to-understand training materials
Project management skills to oversee the deployment of training programs and other projects as assigned
Excellent interpersonal and communication abilities to collaborate with stakeholders assess training needs and deliver engaging instruction.



Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.